2017 Customer Experience Leadership Forum
Why You Should Attend!
Over the past five years, corporate America has become painfully aware that customers know the difference between a good and a bad user experience – and that these experiences define customer loyalty and ultimately, revenue. To facilitate candid discussions on this reality, Argyle Forum is bringing together leading customer experience executives for our annual CX Forum in San Francisco. Throughout a full day of content and networking, we will focus on the most pressing issues that customer experience professionals are facing moving into 2017, with an agenda geared specifically towards Chief Customer, Customer Experience, and User Experience Officers, as well as VPs and Directors of customer experience, customer care, support and service in a leadership role. Key topics we’ll explore include:
- Evaluating emerging capabilities to revamp outdated call centers
- Leveraging self-service to address the needs of the increasingly demanding customer
- Driving personalized interactions and brand loyalty through mobile and social platforms
- Exploring how CX executives can effectively guide their organization towards customer-centricity
- Creating seamless experiences across the entire customer journey, including pre-sales, service and technical support interactions
- Utilizing automated analytics, cross-channel support, contact rate, and performance support data to better understand the organization
Our keynote presentations, fireside chats, panel sessions, and networking breaks will enable candid discussions with your peers focused on these topics and more. Speakers at 2016 Bay Area Forums included Laurie Giammona, SVP & Chief Customer Officer at PG&E; Eric Burdullis, Director, Customer Support at Lyft; Joe DeMike, Head of Global Advertising CX Programs at Google; Sheri Roman, Director, Global Customer Service at Symantec; and more.
We look forward to bringing together another fantastic faculty in 2017, and to hosting you alongside our community of Fortune 500 CX leaders hailing from the Bay Area and beyond!
This event will feature insights from top
California Academy of Sciences View Bio »
The Chief Marketing Officer of the California Academy of Sciences, Melissa Barritt Felder strives to drive museum visitorship, and strengthen recognition and understanding of all that the Academy has to offer its diverse audiences. In order to attract and engage visitors of all ages, Felder pursues marketing and public relations initiatives, sales strategies, partnerships, and campaigns that highlight the Academy’s offerings in new and compelling ways. Through strategic communication channels and product offerings, her team provides critical ongoing financial support to further the institution's mission to explore, explain, and sustain life. Drawing upon the Academy’s one-of-a-kind exhibits, compelling programs, and scientific expertise, she aims to inspire curiosity about science and the future of the natural world among all who encounter the institution.
Felder joined the Academy in April 2012, bringing an extensive background in marketing and sales with a variety of large corporations as well as start-ups. She has successfully driven revenue and consumer engagement for leading brands in the financial services, packaged goods, and technology sectors. Most recently, Felder was Vice President of Sales Operations at AAA Northern California, Nevada and Utah, where she was responsible for the strategy, marketing and sales for their membership, travel, and insurance agency operations. There, she led the transformation of sales and service effectiveness at over 100 retail locations, resulting in growth, improved productivity and customer satisfaction. She began her career in market research with Kraft and then moved through marketing positions with Nabisco and Tropicana-Dole before becoming a Vice President of Marketing with Del Monte. After Del Monte she led marketing for successful start-ups Snapfish.com and Posit Science.
Felder earned a Bachelor of Science degree in Sociology at the University of Wisconsin-Madison, where she also received her Masters of Business Administration in Marketing. In her spare time, she enjoys mountain biking, hiking, and spending time with her husband and children in Kentfield, California.
Verizon View Bio »
Kelly Hendricks is Area Vice President, Global Client Services for Verizon. In this role, she has responsibility for field service management, technical support and program management serving the largest vertical enterprise clients based in the Western United States. Her team ensures customers receive world-class care and execution for the delivery and management of services to optimize business outcomes, including solutions for intelligent networks, dynamic cloud, mobile workforce and connected machines. She also has responsibility for the creation and execution of strategic initiatives.
In her previous position as director, Service Operations for MCI, Hendricks managed operations for the national business markets call routing strategy, the development and delivery of Customer Service training, and had accountability for business process improvement activities across the Global service organization.
Hendricks joined MFS Communications in 1994, which later merged with WorldCom, MCI, and was later purchased by Verizon Business, as the director of Sales and Service operations. In this role, she quickly demonstrated her abilities as an accomplished facilitator of improvement activities and was asked to lead a company-wide restructuring strategy to optimize efficiencies and financial performance. Her achievements with this project earned her a spot on the executive staff reporting to the CEO as the Quality officer for MFS Intelent. At the completion of the merger, Hendricks transitioned into a new role retaining her quality focus and adding web communications, call quality monitoring programs, ISO 9001-2000 program and registration management and business consulting services.
Hendricks received her BA from the University of California, Berkeley. She serves on the advisory council for the Lawrence Hall of Science in Berkeley, is a certified ISO 9001 internal auditor, a member of the executive community Watermark, and a member of the Women’s Association of Verizon Employees (WAVE) where she was recognized as a Verizon leader who made a difference professionally, personally and in her community. She is a graduate of Verizon’s Executive Talent program for women. Hendricks volunteers with American Corporate Partners as a professional mentor for veterans and serves as student and alumni mentor for the University of Oregon Parent Professional Network.
Equinix View Bio »
Speaker bio coming soon...
8:00am - 9:00am Networking breakfast and registration
Take the time to get to know the fellow attendees, speakers and sponsors that you will be sharing the day with. Continental breakfast with coffee, tea and juices will be served.
9:00am - 1:00pm Morning sessionsOur speakers share their expertise on hot topics and challenge areas through various presentation styles. Keynotes, panels and fireside chats will be broken up by networking breaks.
1:00pm - 2:00pm Lunch
Enjoy a healthy buffet lunch and networking time.
2:00pm - 4:30pm Afternoon sessions
Our speakers will share their expertise on hot topics and challenge areas through various presentation styles. Sessions will be broken up by one afternoon coffee and snack break.
4:30pm - 6:00pm Cocktail reception
Wrap up the day with a cocktail (or a few!) and hors d'Oeuvres. Head home with new connections and a notebook full of key takeaways to implement back at the office.
What will be discussed? Explore CX hot topics and challenge areas such as:
Is your customer experience across channels as seamless and as consistent as it should be? Evaluate where you are now and find out what your organization could be doing better. Our speakers will discuss:
- Driving customer engagement through consistency in branding
- Utilizing mobile as a tool to gather feedback for analysis and engagement
- Measuring the success of a positive customer experience
- Leveraging the call center in omnichannel strategy
The customer-centric culture
Evaluate what is most important to today's customer, and learn how to build your business strategy around these desires. Discuss ways to strengthen the everyday customer service model and get briefed on:
- Creating a customer-centric enterprise
- Aligning the organizational culture to exceed customer expectations
- Incentivizing employees to deliver great customer experiences
- Acquiring and retaining customers and the question of profitability
Connectivity through social media
Explore how social media is used to engage with customers in today's global marketplace. Talk about the ways to drive meaningful, personalized interactions between your brand and consumers. Hear discussions on:
- Delivering content that actively engages
- Monitoring online customer feedback and the importance of this dialogue
- Developing a formalized social road map and where to start
- Diving into social data to track behavior and increase sales
Data and CX
Big data and the tools to harness it have changed the way business goals and processes are defined. Talk about how this affects all areas of the executive agenda, from training and development to hiring. Learn about:
- Building a data driven customer care team
- Providing employees and new hires with technical training and skills
- Capitalizing on the large amounts of consumer data available today
- Identifying revenue boosting opportunities using analytics
Still have questions? We have answers.
I want to attend, but what if I'm unsure of my schedule and need to cancel my participation?
Just let us know. We understand that schedules
we always have a waiting list for this event,
and if you don't
cancel, we will assume you are still attending
and your spot will
go unused. If you must, cancel at least 48 hours
prior to the
event to make room for others!
What if I can't be OOO for a whole day, or need
to come late?
We have wifi and private rooms available for
attendees to take
calls and spend some quiet time on emails, as
well as access to
printing. Have a morning meeting you can't miss?
No problem. This
event was designed for busy executives - we get
I'd like to bring some colleagues. Do I need to
Events are more fun with friends, and we'd be happy to host your team. You can have them register online, or send us their names, titles and email addresses and we will take care of it for you! request a pass.
I don't see the event venue listed. Where will
the meeting be
To maintain exclusivity, we don't release the
venue address until
the registration process has been completed. All
details will be shared once you have requested a
pass and been
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*EXECUTIVES AT THE DIRECTOR-LEVEL AND ABOVE FROM ORGANIZATIONS WITH OVER 100MM IN REVENUES ONLY
Traveling for the event? Stay at one of our
The below hotel is recommended by Argyle Executive Forum. Please note that we do not have a corporate rate.